Service Desk Plans for Every Stage of ITSM
Choose the plan that fits your ITSM needs, from ticketing and service management to AI-assisted automation.
Essentials
Starts at:
$39
- Incident Management
- Knowledge Base
- Service Portal
- Asset Management
- Service Catalog
- Change Management
- CMDB
- Service Level Agreement (SLA)
- Groups
- Custom Roles
- Internationalization
- Multi-Factor Authentication (MFA)
- Real-time 24/7 Live Chat Support
- Light & Dark Mode
- Onboarding Services
Advanced
Starts at:
$99
Includes everything in Essentials, plus:
- Custom Fields and Forms
- Advanced Automations
- Runbooks
- Virtual Agent
- AI-Generated Resolution Summaries
- Enterprise Service Management (ESM)
- Network Discovery
- Contract Management
- License Compliance
- Change Templates & Workflows
- Response Templates
- Scheduled Reports
- Audit History
- Data Masking
- API Access
- Chat, Phone and Email Support
Premier
Starts at:
$124
Includes everything in Essentials and Advanced, plus:
- AI Incident Summaries
- AI-Guided Incident Solutions
- Intelligent Incident/Problem Linking
- AI-Generated Responses
- AI-Generated Resolution Summaries
- AI-Generated Runbook Drafting
- Visual CMDB and Dependency Mapping
- Sandbox
- Virtual Agent Premier
- Data Masking Premier
- Up to 1,500 API Calls/User/Minute
All of our Service Desk Plans include:
Unlimited Requestors
Support any number of employees with your agent licenses
Email and Community Support
Get product support over email and from IT pros like you on the SolarWinds Thwack community
Product Updates
We continuously keep all customer instances up-to-date
Annual Billing
Subscription fees are billed annually at the start of your contract
FAQ: Questions, meet answers.
How does the free trial work?
How does the free trial work?
When you start a 30-day free trial of SolarWinds Service Desk, you receive full access to Premier features so your team can evaluate ticketing, service requests, automation, AI-assisted capabilities, reporting, and IT service management workflows in your own environment.
Use the trial to configure your service portal, test workflows, import or create service data, and involve the technicians who will manage incidents and requests. At the end of the trial, choose the Service Desk plan that fits your needs and select the number of technicians who require licenses. All plans support unlimited requestors, so employees can submit and track tickets without increasing your technician count.
Can I trial Service Desk and IT Asset Management together?
Can I trial Service Desk and IT Asset Management together?
Yes. The 30-day trial includes access to SolarWinds Service Desk and IT asset management capabilities, allowing teams to evaluate service management and asset-management workflows together.
During the trial, you can explore asset discovery, hardware and software inventory, service requests, incident management, and the connection between assets, configuration data, and service desk records. This helps you assess how asset context can support ticket resolution, change planning, and day-to-day IT operations.
What happens after the trial ends?
What happens after the trial ends?
At the end of the 30-day trial, you can select a paid Service Desk plan and add IT asset management based on your organization’s needs. If you subscribe, the information and configuration created during the trial remain in your account, so your team can continue from where it left off.
If you do not subscribe, your trial account is disabled after the trial period. Contact SolarWinds before the trial ends if you need help selecting a plan, confirming technician requirements, or reviewing IT asset management pricing.
How can I buy SolarWinds Service Desk?
How can I buy SolarWinds Service Desk?
You can start with a 30-day free trial or request a quote from a SolarWinds Service Desk representative. A representative can help you select the right Service Desk plan, determine the number of technician licenses needed, discuss IT asset management pricing, and review available onboarding options.
Contact the Service Desk sales team at ITSMSales@solarwinds.com or call 1-888-250-8971.
Can I change plans?
Can I change plans?
Yes. You can upgrade your SolarWinds Service Desk plan as your ITSM needs grow. For example, teams may move from Essentials to Advanced for additional automation, runbooks, and enterprise service management capabilities, or to Premier for AI-assisted incident support, visual CMDB and dependency mapping, and higher API limits.
To discuss an upgrade or plan change, contact your account representative or the Service Desk sales team at ITSMSales@solarwinds.com or 1-888-250-8971.
What discounts are available?
What discounts are available?
SolarWinds may offer pricing options for larger orders, academic institutions, government organizations, and nonprofit organizations. Availability and eligibility can vary, so contact the Service Desk sales team for a quote based on your organization’s requirements, technician count, and IT asset management needs.
Email ITSMSales@solarwinds.com to discuss available options.
What is a technician?
What is a technician?
A technician is a licensed SolarWinds Service Desk user who performs work in the platform. Technicians may manage incidents, fulfill service requests, define service-level agreements, document problems, coordinate changes, manage assets, create reports, configure automations, or administer service-management workflows.
SolarWinds Service Desk pricing is based on the number of technicians who need to manage and resolve work. Employees who submit requests, track ticket status, or use the service portal are requestors and do not require paid technician licenses.
What's a device?
What's a device?
A device is a network-capable IT asset, such as a computer, server, mobile device, virtual machine, or network device. In IT asset management, these assets can be tracked alongside information such as ownership, hardware and software details, service history, and related configuration items.
Network-capable devices count toward your asset limit, even when their IP addresses are not actively tracked in Service Desk. Non-network assets, such as furniture, office equipment, or supplies, can also be imported and tracked, but do not count toward the network-capable device limit.
Does Service Desk integrate with other applications and systems?
Does Service Desk integrate with other applications and systems?
Yes. SolarWinds Service Desk integrates with tools IT teams use for collaboration, identity and single sign-on, remote support, asset discovery, cloud infrastructure, analytics, and other IT workflows.
Examples include Microsoft Teams, Slack, Jira, Microsoft SCCM, Jamf, AWS, Microsoft Azure, VMware vCenter, TeamViewer, Okta, and Active Directory. Service Desk also offers an Open REST API for custom integrations, data imports, and workflows that connect additional business systems. View the current Service Desk integrations directory for available options.
How is Service Desk data protected?
How is Service Desk data protected?
SolarWinds Service Desk includes security-related capabilities and operational controls designed to help protect customer data. Depending on the plan and configuration, these can include multi-factor authentication, data masking, audit history, role-based access controls, and regional data-center selection.
Customers can select from available data center regions in the United States, European Union, or Australia. For current details on security practices, data privacy, certifications, and compliance, review the approved SolarWinds data security and certifications information.